Occasionally, the subscription renewal payment may fail. This is most likely due to some issue related to your card. 🙋🏻 For example:
"If your renewal is due on May 14, the system will try to process the payment on May 14, but if it fails, it will try again the next day, May 15. If this second attempt also fails, it will try again the day after, in this case on May 16. And if finally, if this third charging attempt also fails, a fourth attempt would be made 3 days later, on May 19."
🔔 If none of the four attempts are successfully processed, your subscription will be automatically cancelled. In addition, if you cancel your subscription between one and another charging attempt, the system will not make any further attempts.
In the meantime, you will receive an email informing you of the failed renewal, and you will also see a notification in your app.
It is advisable that you solve the problem as soon as possible, either if the card has expired, has insufficient funds, or has any other issue that you need to handle with your bank.
If you do not manage to solve the problem with your card on time, you can enter another one in the "Payment Methods" section. This will give you more time to solve the problem and the system will not cancel your subscription.
What happens if the payment is not successful after four attempts?
If none of the four attempts are successful, you will be automatically unsubscribed and you will be notified in the app. However, you will still have an active chat with your therapist for two more weeks and you will be able to communicate with each other about whatever you may need.
Of course, when you fix your problem you will be able to subscribe again.
- If you want a public plan and you fix it within two weeks, go to settings -> My Subscription -> Choose a subscription -> and select the one you want.
- If you had a private plan, ask your therapist to send you the corresponding plan via chat.
On the other hand, if you do so after two weeks when you log in, you will chat again with Cloe. She will recognize you and offer you the possibility to make an appointment with your previous therapist or with a new one.
💡 However, if you do not want to renew and you prefer to pause the remaining attempts of payment, you just have to process your cancellation and the system will pause the remaining attempts.